iQuda Service KPIs January 2018 2018 is off to a roaring start! The team started the year as we mean to go on, ending the month on strong KPIs, Our customer satisfaction rating was notably strong at 99% for the month. Since we first began measuring this metric it...

iQuda December 2017 Service KPIs Due to the festive period, December was a quieter month for the service desk. The total number of reactive requests we processed last month fall dramatically from 1954 in November to 1373. The team improved on their SLA resolution rate...

iQuda November 2017 Service KPIs November saw our average customer satisfaction rate rise while all other metrics were more or less maintained. Most notably the number of reactive tickets closed fell from 2296 in October to 1954 in November. This reflects our...

iQuda October 2017 Service KPIs All systems were go at iQuda throughout October. The service desk team maintained and improved on a number of service metrics despite an increase in tickets closed. Keep it up, team! October 2017 Service KPIs 93.83% Customer...

September 2017 Service KPIs September saw continued success on the iQuda service desk. The team increased their same-day ticket resolution rate despite a 7% increase in the total number of tickets closed. At only 6 seconds, our average call wait time remains well...

iQuda August 2017 Service KPIs August was another sterling month on the iQuda service desk. The team improved across all metrics measured by responding faster, closing more tickets on the day of receipt, and resolving tickets faster despite an overall increase in the...